Production Operations – Sustainment Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide continuous monitoring of the EAG IBM webMethods platform, 24 hours a day, 7 days a week, 365 days a year.

• Respond to Priority 1 incidents within 15 minutes of detection or notification, initiate remediation within 30 minutes, and restore service within 4 hours.

• Ensure EAG system availability is maintained at 99.5% or higher, excluding approved maintenance windows.

• Record 100% of incidents and service requests in IRS-approved ServiceNow.

• Generate root cause analyses for Priority 1 incidents within 5 business days.

• Monitor API performance metrics using AppDynamics dashboards, covering latency, throughput, error rates, and availability.

• Maintain dashboards that are accessible to IRS stakeholders.

• Execute API onboarding and lifecycle delivery, which includes configurations, policies, routes, documentation, and deployments through IRS CI/CD pipelines.

• Onboard approximately 35 APIs each month.

• Conduct API connectivity, regression, security, observability, and performance testing prior to each deployment.

• Assist with migration-lane API readiness activities for the transition from IBM webMethods to the new gateway platform.

• Maintain backup and restore procedures while conducting quarterly backup restoration testing.

• Support IRS disaster recovery exercises.

• Produce Monthly Operations & Maintenance Performance Reports, Quarterly Trend Analysis Reports, and Incident Root Cause Analyses in accordance with the Deliverables schedule.

⛳️ Requirements

• Over 5 years of experience in 24x7 production support for high-volume enterprise API gateway or middleware platforms, with a preference for those processing over 1 billion transactions per month.

• Experience with IBM webMethods API Gateway or a similar enterprise API management platform in a production operations environment.

• Proven ability to meet stringent SLAs, including sub-15-minute response times for Priority 1 incidents and maintaining availability targets above 99.5%.

• Familiarity with ServiceNow incident, change, and request management.

• Experience with structured escalation and root cause analysis processes.

• Proficient in AppDynamics and ELK stack monitoring, including dashboard management, anomaly detection, and API performance metrics.

• Knowledge of API lifecycle operations, which encompass onboarding, configuration updates, policy management, versioning, and retirement.

• An active IRS Minimum Background Investigation (MBI) is required.

• U.S. Citizenship is required.

• Must fulfill eligibility criteria for access to classified information and be capable of obtaining a government-granted security clearance.

• Subject to a background investigation that includes criminal history, employment and education verification, drug testing, and assessment of creditworthiness.

• ITIL Foundation or service management certification is preferred.

• Certification in IBM webMethods administration and monitoring is preferred.

• Experience with API gateway backup/restore procedures and disaster recovery exercises is preferred.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Competitive salary with performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.